Customer Success Manager — Growth & Renewals

Lofty; Manila; On-site; PHP 1,096,000 - 2,435,000; Full time

Job summary

Lofty is seeking a Customer Success Manager / CSM Agent based remotely to support Lofty’s North American clients from the Philippines. You will manage existing accounts, drive product adoption, and lead renewal conversations while seeking upsell and cross-sell opportunities to grow Expansion ARR.

The role requires 2–4 years in Customer Success or related fields, strong English communication, and comfort working night shifts to cover North American hours.

Qualifications

• 2–4 years in Customer Success, Account Management, SaaS support.
• Experience supporting B2B customers, preferably in SaaS, CRM, real estate tech, or similar industries.
• Comfortable with sales conversations, upselling, cross-selling, and value-based customer discussions.
• Strong English communication, written and verbal.
• Able to work night shift and support North American customers.
• Strong follow-through, documentation, and customer relationship management skills.
• Familiarity with tools such as HubSpot, Salesforce, Zendesk, Gainsight, Intercom, or similar platforms is an advantage.

Responsibilities

• Manage assigned customers or pooled accounts after onboarding.
• Build strong customer relationships through regular check-ins, calls, emails, and business reviews.
• Understand customer needs, product usage, and business goals.
• Drive product adoption and help customers maximize Lofty’s value.
• Identify upsell, cross-sell, seat expansion, and package upgrade opportunities.
• Support renewal conversations and help reduce churn risks.
• Escalate customer concerns that may affect retention, satisfaction, or account growth.
• Maintain accurate account notes, customer updates, and opportunity tracking in CRM or related tools.

Skills

Customer success

Account management

Sales skills

Communication skills

CRM experience

Tools

HubSpot

Salesforce

Zendesk

Gainsight

Intercom

Job description

Lofty is seeking a Customer Success Manager / CSM Agent based remotely to support Lofty’s North American clients from the Philippines. You will manage existing accounts, drive product adoption, and lead renewal conversations while seeking upsell and cross-sell opportunities to grow Expansion ARR.

The role requires 2–4 years in Customer Success or related fields, strong English communication, and comfort working night shifts to cover North American hours.